Outreach and Engagement Specialist
13 days ago
Jamaica
Job Description GOODWILL INDUSTRIES OF GREATER NEW YORK & NORTHERN NEW JERSEY INC. JOB DESCRIPTION Position Title: Outreach and Engagement Specialist Location: 90-25 161ST Street Jamaica NY 11432 Benefit Classification: Full-Time Benefitted Position Type: FLSA - Non-Exempt About This Role Goodwill Greater New York and Northern New Jersey (GWNYNJ) believe that the power of work and sustainable fashion is how we unlock the good in our communities. For over 100 years, we have helped people get jobs, stay employed, and progress in careers across New York and Northern New Jersey. We believe that diversity drives innovation and strengthens our workplace. We are committed to fostering our inclusive environment where all employees feel valued, respected, and empowered to contribute fully. We welcome applicants of all backgrounds, identities, experiences, and abilities. We are seeking an experienced Outreach and Engagement Specialist who is responsible for providing clerical and customer service support for the PACE program. This team member will greet and provide exceptional customer service to all potential and existing clients and employ a person-centered approach with a focus on quality in a high volume, fast-paced environment. This master juggler will bring a can-do attitude to the team with a solution-oriented focus. If you are looking to join our dedicated team as an Outreach and Engagement Specialist, we want to hear from you! The Awesome Things You’ll Do • Provide a high level of customer service to all potential and incoming clients and stakeholders, • Conduct outbound client outreach (phone, text, email) to support orientation attendance, document submission, appointment reminders, and follow-up on missed or incomplete requirements., • Track and document all client outreach and follow-up activities in program trackers and/or designated data systems to support engagement, compliance, and reporting., • Serve as a first-point follow-up contact for clients requiring reminders related to intake documentation, attendance, or next program steps, escalating issues to Career Navigators or Supervisors as appropriate., • Support program engagement by assisting with re-engagement outreach for clients who have become inactive or difficult to reach, using approved scripts and communication protocols., • Manage metro-cards; covers reception as needed; Monitors/Tracks Attendance and Time; other administrative tasks., • Maintain accurate documentation in the case management system. Activities are subject to change / be added to meet business needs with management approval. Our Must Haves • High School Diploma or equivalent required; must be competent in Microsoft Office suite., • Highly organized and detail-oriented, • Strong verbal and written communication skills, • Strong attention to detail with the ability to maintain accurate administrative and compliance records in a high-volume program environment., • Comfort working within structured protocols, scripts, and escalation procedures, recognizing when issues must be referred to Career Navigators or supervisors., • Working knowledge of Salesforce and being Spanish Bilingual is a plus Special Working Conditions • Position operates in a high-volume, fast-paced workforce development environment serving public-assistance populations., • Requires frequent client-facing interaction, including outbound administrative outreach by phone, text, and email., • May require occasional schedule flexibility to support orientation days, program events, audits, or payroll close-out periods., • Work is primarily onsite, with potential for limited hybrid scheduling based on program needs and supervisory approval. What We Offer • Generous Time off policy to use when you need it, • Health, wellness and financial resources to help you achieve our personal goals, • Robust health benefits including medical, dental, vision, parental leaves and company sponsored life insurance, • Retirement matching programs and contributions, • Transit and commuter benefits You bring the Good in Goodwill We believe in creating space for everyone to do their best work and have individual and collective impact. We believe in challenging the status quo and setting ambitious goals in the name of doing more good. We believe that being your best self and helping others do the same is how we bring our mission alive. Even if you don’t think you meet all the qualifications listed for the job, we would love to hear from you! If you require a reasonable accommodation at any point in the application or interview process, or if you are unable to apply through our recruitment portal, please contact us at . We are happy to assist and ensure you have an equal opportunity to apply.